Sage Business Analyst

Job description

Since receiving the Randstad Award for Canada's Most Attractive Employer (ranked #1 in 2015) , IBM is expanding its New Brunswick footprint by growing its IT Services Centre.

Through partnership and collaboration, IBM is planting the economic development seeds to help transition New Brunswick into a knowledge worker economy that can positively tackle challenges for the benefit of all Canadians and organizations around the world. Will you join us?

As an IBMer, you can change the way the world works. Join IBM and be part of a diverse and global team of thinkers and doers—people who want to make an impact, cultivate their expertise and collaborate with some of the world's top business and technology professionals. Network in an open, friendly and flexible work environment where diversity is embraced and new, creative ways of thinking are encouraged and supported. There is no better place to launch or further your career.

The Sage Business Analyst provides accurate measurements and trending analysis to the Customer Service Center managers in support of their service level performance and quality objectives.

The candidate will be able to work with a variety of internal service suport teams to enable them to meet their goals and targets. Opportunity to provide root cause analysis, and provide support and possible solutions.
Auto req ID

46623BR
Required Education

Non-Degree Program
Role ( Job Role )

Technical Services General Professional
State / Province

NEW BRUNSWICK
Primary job category

Technical Services
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Technical Diploma
City / Township / Village

SAINT JOHN
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

• Demonstrates strong verbal and written communications skills
• Proven customer service skills
Understanding of technology
• Proven leadership skills
• Understanding and proficiency in analytics, report building.
Fulfilling assigned requests
o Performing initial escalation
o Closing requests with requester agreement
o Documenting all actions in the request record
o Participating in root cause analysis, when required
Directing the requester to the appropriate resource, as required
o Assisting in the use of supported products or directing the requester to the appropriate resource
o Making recommendations for service improvements
o Contacting other work groups / service providers, as required
o Maintaining Documentation
o Support Continual Improvement
Country

Canada
Preferred Technical and Professional Experience

• Technical certifications, preference for 3-5 years experience in a Service Desk enviornment
Secondary Job Category

Other Technical Services
Eligibility Requirements

Legal working status